SUMMARY:

High quality outreach and communication are essential components to the wellbeing of at risk populations that the Institute for Family Health (IFH) serve, the Patient Outreach Representative (POR) will be responsible for conducting targeted outreach for special populations and facilitating access to care. The representative will contact patients and assist with scheduling appointments appropriately for the many types of services we offer. The position will report directly to the Director of Population Performance.

RESPONSIBILITIES:

• Maintaining patient confidentiality and complies with HIPAA guidelines.
• Performing outreach to targeted patients of the Institute via telephone, mail, or messages through our portal.
• Scheduling appointments for follow-up, reaching out to external providers in order to close the loop on specific services (cervical, breast and colon cancer screenings) and any/all other outreach as needed.
• Utilizing multiple data sources to retrieve patient data
• Delivering high quality customer service to both internal and external customers.
• Updating patient demographic information in electronic health record, as necessary.
• Communicating routinely with leadership, site Clinicians, Management Team and staff as required.
• Assisting with special projects as needed.
• Assisting in addressing community health disparities as needed.
• Outreach topics may include but are not limited to Cancer Screenings, Diabetes, Asthma, Hypertension, Vaccines, Well Child Visits and Medicare Annual Wellness Visits.

QUALIFICATIONS:

• High School diploma or equivalent required
• Bilingual Spanish required
• Customer Service Required
• Medical Office Based Experience Required
• Call Center Experience Preferred
• Electronic Health Record Experience Preferred
• Ability to work flexible work hours and on a remote basis as required.
• Ability to outreach ~20,000 patients per year, 385 per week (minus vacation and sick time), 1,540 per month (minus vacation and sick time)
  • An estimated 115 scheduled appointments per week, 460 per month
• Demonstrates strong interpersonal, organizational and communication skills
• Must be detail-oriented and able to work with highly confidential information independently
• Demonstrates computer proficiency in MS Word, Excel, Access, and PowerPoint, Internet required.
• Familiarity with EPIC Electronic Health Record Preferred
• Demonstrates excellence in written and oral communication required.